Customer-Focused Leadership
This Program Incorporates 10 Proven Best Practices In Customer-Focused Leadership Which Enable Managers To Strengthen Customer Focus, Improve Employee Service Performance And Improve Profitability.
Customer Focus is a Leadership Issue
Customer-Focused Leadership provides you with proven fundamentals for developing and improving service quality and customer focus throughout your organization. This program provides a way of thinking, a mind-set that can empower people to go beyond satisfaction and create customer value. If you are serious about making Customer Focus a competitive advantage in your organization, this program is a must.
While parts of the program will help anyone who works in an organization where service quality is important, it is specifically designed for Executive, Directors, Managers, Supervisors and Team Leaders who are responsible for creating a customer-focused service environment.
To obtain a printable copy of this overview, click here.
Upon completion of this program participants will understand:
Why customer focus provides a competitive advantage
How to demonstrate commitment to Customer Focus
How to create an organization that customers brag about
How to develop quick and proactive recovery strategies
The importance of continuous improvement by developing customer friendly systems and processes
How to listen to the voice of the customer and what to do with customer feedback
How to Lead with a customer-focused mind-set
How to identify and define Customer-Focused Performance Standards and hold people accountable
How to reinforce a customer-focused vision, values and standards
Measuring and rewarding customer-focused performance excellence
Participants will develop a Personal Action Plan for implementation after the program
Topics include:
Laying the Foundation
Commit to Service Excellence
Be Pro-Active in Recovery
Enhance and Align the System
Listen to the Voice of the Customer
Lead with a Customer Focus
Define Service Boundaries
Provide Autonomy
Measure What’s Important
Accountability for All
Recognize and Reward
Action Planning
This 2-day highly interactive program includes an effective balance of lecture, individual and group activities and exercises. Participants complete a Personal Action Plan for implementation after the program. A popular option also available is our Customer Focused Leadership online assessment survey which participants can complete prior to the program so that what is delivered targets specific learning needs. We will be pleased to discuss this option with you. Please ask us about our Customer Focus Companion Activity Guide or read on.
Train-the-trainer certification is also available
Customer-Focused Leadership Companion
This Activity Guide is an invaluable tool to assist managers who complete this training implement what they learn in a highly structured, organized and effective manner.
The Customer Focus Companion contains 14 Customer Focus team meeting activity guides with explicit instructions on how to conduct each meeting.
It also includes a Critical Actions Checklist and Planner to keep managers organized.
AND
Examples and explanations of Six different problem-solving tools and techniques to help you resolve a wide variety of complex service problems.
AND
Some checklists to keep service improvement teams organized.
Plus
Included in the team problem-solving module is a complete yet, simple and highly effective Model for Customer-Focus team problem-solving.
© The Training Bank 2007